leading teams

The Customer Experience (PART 2)






The Customer Experience: How To Wow Your Customers (PART 2) TRANSCRIPT: Let’s jump into part two, let’s talk about what is good customer service. What is good customer service? First, let’s talk about what it’s not. Good customer service is not staffing a large customer service department or answering customer complaints quickly. In fact, good customer(…)






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The Customer Experience (PART 1)






The Customer Experience: How To Wow Your Customers (PART 1) TRANSCRIPT: Hi, this is Steve Stauning with another Short and Sweet video lesson. Today’s lesson: Gaining the Undeniable Advantage. This is the one about the customer experience. How to WOW every single customer every single time. This was originally recorded live as part of our Undeniable(…)






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Steve’s Memes: Leading with Repeatable Processes






Today’s Lesson: Leading with real process requires real commitment.   Real process improvement is like working out. We all want the outcome, but few are willing to put in the effort for very long. TODAY’S LESSON: If changing your company’s culture from seat-of-the-pants management to leading with repeatable processes was easy, then everyone would do it.(…)






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Steve’s Memes: Winners Always Find a Way






Today’s Lesson: Find the time or find something new to do with your life.   If your people don’t have enough time to provide your current customers with a great experience, don’t worry; pretty soon you’ll have fewer customers. TODAY’S LESSON: Any loser can find excuses; winners find ways to make it happen.  






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Steve’s Memes: Courtesy Costs You Nothing






Today’s Lesson: To a coworker or a subordinate, the little things often matter most.   While most managers can survive just fine without ever hearing “please” and “thank you,” subordinates often cannot. If you’re not accustomed to regularly using “please,” “thank you,” and “you’re welcome,” I suggest overusing these 3 for just a week. You(…)






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Steve’s Memes: Crap Rolls Down Hill






Today’s Lesson: If your team hates your company, they’ll hate your customers.   Years ago, I wholesaled products to a miserable company that was universally hated by customers and vendors alike. I didn’t understand why until I watched a miserable regional VP berate a miserable store manager in front of his miserable subordinates. As soon as the miserable VP(…)






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Steve’s Memes: Manage the Activities






Today’s Lesson: Focusing only on results ensures your team will shortcut your processes   If you live in a process-driven culture, you don’t need to focus so much attention on the end product or even the bottom line. TODAY’S LESSON: Manage the activities and the results will come.  






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Steve’s Memes: Inspect What You Expect?






Today’s Lesson: Stop Tolerating Mediocrity   “Inspect What You Expect” is a true, but wholly worthless adage. Why? Because bad leaders are the ones who most need to heed this advice; yet bad leaders NEVER INSPECT ANYTHING! (No matter how many motivational posters you have hanging around to remind them.) TODAY’S LESSON: Your team will(…)






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Steve’s Memes: Are Your Teams Too Busy To Improve?






Today’s Lesson: If you’re not innovating, you’re obsolescing   All successful, enduring companies have one thing in common: Innovation. (Simply put, they strive for Continuous Improvement.) TODAY’S LESSON: If your teams are too busy to improve, it’s time to find new leaders for those teams.  






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Steve’s Memes: Taking Advantage of Someone






Today’s Lesson: The worst time to take advantage of someone   Maya Angelou once said “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” TODAY’S LESSON: The worst time to take advantage of someone is when you can.  






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